question Re: SLA Not getting cancelled using script. Please help in Developer forum

SLA Not getting cancelled using script. Please help

vijay39 — Tue, 25 Feb 2025 07:36:02 GMT

Hello all,

I have created a BR to trigger an SLA when Priority changes from 4 to 3.

But I also need to cancel another SLA that is getting attached for P3.

But it's not working.

Business Rule:

Before Update on Incident

Script:

NOte:

Actually, I want to cancel that SLA and delete the record also.

Please help

Regards,

Lucky

Re: SLA Not getting cancelled using script. Please help

Dr Atul G- LNG — Tue, 25 Feb 2025 07:38:06 GMT

Hi @vijay39

Did you try canceling the SLA via the list view? If there are only a few SLAs you want to cancel, try using the list view of the task_sla table.

Re: SLA Not getting cancelled using script. Please help

Ankur Bawiskar — Tue, 25 Feb 2025 07:39:31 GMT

@vijay39

why not update the correct condition on the other SLA which you want to cancel so that system does this automatically and OOB and you need not have any script written for this?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: SLA Not getting cancelled using script. Please help

vijay39 — Tue, 25 Feb 2025 08:07:02 GMT

Hello Atul,

I am using Task SLA table to cancel or delete the attached SLA.

Actually, I have created a new SLA and that has to be attached when Priority changed from P4 to P3 but not when Priority changed from P2 to P3.

Hence, I have written this.

Regards,

Lucky

Re: SLA Not getting cancelled using script. Please help

vijay39 — Tue, 25 Feb 2025 08:07:48 GMT

Hello ANkur,

Actually, I have created a new SLA and that has to be attached when Priority changed from P4 to P3 but not when Priority changed from P2 to P3.

Hence, I have written this.

Regards,

Vijay

Re: SLA Not getting cancelled using script. Please help

Dr Atul G- LNG — Tue, 25 Feb 2025 08:11:30 GMT

Hi @vijay39

SLAs are based on conditions, so if the condition matches, it will get attached. If the priority changes, you can either update the condition or leave it as is, because if the condition matches, the SLA will still get attached.